Branch Operations Manager, Sharswood, Philadelphia, PA

santander; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

Santander is seeking a Branch Operations Manager at Sharswood, Philadelphia, PA. You will lead daily branch operations, oversee risk controls, and ensure an elevated customer experience through effective lobby management and staff coaching.

Ideal candidates bring 3+ years in branch banking, strong cash handling and customer service skills, and the ability to use data and digital tools to drive performance. Weekend/evening hours may apply.

Qualifications

• 3+ years in branch banking or related ops role.
• 12+ months Santander experience related to core functions.
• 18+ months cash handling experience.
• 18+ months customer service in a high-volume environment.
• Proficient in cash handling and maintaining audit logs.
• Strong customer service and problem-solving skills.
• Ability to use data and digital tools to improve outcomes.
• Knowledge of policy, compliance, risk and loss prevention.

Responsibilities

• Assist customers with deposits, withdrawals and payments.
• Oversee operational risk controls to safeguard branch assets (Vault/ATM).
• Deliver personalized, seamless customer service.
• Effective lobby management to optimize customer flow.
• Resolve customer issues promptly and effectively.
• Build and maintain relationships to elevate the banking experience.
• Engage customers through digital channels and educate self-service options.
• Conduct cash counts and maintain audit logs.
• Support teller line and provide coaching to ensure accuracy.
• Communicate clearly with customers in person, by phone, or online.
• Use data-driven decisions to improve branch performance.
• Assist colleagues in achieving development goals.

Skills

Customer service

Communication skills

Cash handling

Data analysis

Problem solving

Digital literacy

Loss prevention knowledge

Education

High school diploma

Tools

Microsoft Office

Job description

Branch Operations Manager, Sharswood, Philadelphia, PA

Country: United States of America

It Starts With You:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible. This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference.

The Difference You Make:

• Assist customers with various transactions, including deposits, withdrawals and payments.
• Oversee operational risk control measures to safeguard branch assets, including Vault and ATM custodianship.
• Ensure an elevated customer experience, delivering personalized, seamless, and attentive service.
• Effective lobby management to optimize customer flow and engagement.
• Resolve customer issues promptly and effectively.
• Build and maintain strong relationships with customers to elevate their banking experience and foster loyalty.
• Engage customers through digital platforms to enhance customer interactions and educate them on self-service options.
• Conduct cash counts and maintain accurate audit logs.
• Support the teller line, use coaching tools, and provide feedback to ensure efficient and accurate transactions.
• Communicate clearly and effectively with customers in person, over the phone, or through digital channels.
• Utilize data-driven decision-making to improve branch performance and operational efficiency.
• Assist colleagues in achieving their developmental goals and career aspirations.
• Responsibilities may extend to supporting nearby branch locations based on business necessity or as required based on branch designation.

What You Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High school diploma, GED - Required

Qualifications:

• 3+ Years Demonstrated successful experience in branch banking or a related operations/support function - Required. (OR)
• 12+ Months Demonstrated successful Santander experience related to the essential functions and responsibilities of the Branch Operations Manager role. District Executive, District Operations Manager and Region President endorsement of performance - Required. (AND)
• 18+ Months Cash handling experience - Required. (AND)
• 18+ Months Customer service experience within a high volume, fast paced and constantly changing environment. - Required.
• Proficient in cash handling and maintaining audit logs.
• Excellent customer service skills and a passion for helping others.
• Proven ability to build relationships and enhance customer experience.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Proficient in using digital tools and technology to enhance customer engagement.
• Ability to make data-driven decisions to improve operational outcomes.
• Strong knowledge of company policy, compliance regulations, risk management and loss prevention.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent communication, consultative and influence skills both verbal and written.
• Self-motivated to succeed in a goal driven environment.
• Ability to interact with integrity and professionalism with customers and employees.
• Computer proficiency and basic math skills.
• Ability to work branch hours, which can include weekends and evenings.

Certifications:

No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Preferred experience in Microsoft Office products.

Work Authorization & Sponsorship:

Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know:

The base pay range for this position is posted be